Blog: Outstanding Customer Satisfaction SECBE Awards 2019 finalist - Hammersmith Police Station

29 May 2019

Sponsored by Willmott Dixon

Hammersmith Police Station - submitted by Wates

Over the past 12 years, Wates has delivered 12 jobs for the Met worth over £250m - all procured through the Southern Construction Framework (SCF). They are proud to attain 93% SCF satisfaction ratings on the Hammersmith Police Station alone. Wates brings a collaborative approach to the building process. It helps them manage deliverables and makes the project experience worry-free. 

Wates has been entrusted to engage with the design team from Stage 2 (and this has been the case on the last six projects). This, in turn, enables Wates to be transparent and deliver tangible results earlier than expected. They employ a design team that understands and challenges the Met design guides and brings lessons learnt from operational sites to realise value to the estate rationalisation programme.

On every project they deal with a multitude of stakeholders (Mounted Branch, Custody, MOPAC) and neighbouring parties (LUL, Network Rail, Student Accommodation etc). Bringing everyone together right from the start is critical to success. Wates has also set high social value targets with SCF KPIs, Section 106 and Met Police KPIs and they are exceeding expected levels. They have delivered over £13m of added value on recent SCF schemes.

Wates' approach to outstanding customer satisfaction rests on three pillars: culture, structure, and process. This approach includes:

  • Key Account Manager approach: proactive & collaborative; communicates every 2 weeks at principals level
  • Involved from the start of Stage 2: allowed to set-up the process, being rigorous and relentless
  • Co-ordinated appointment of design teams: from the start, allowing no gaps between appointments
  • Use of BIM Level 2: defined and agreed with the Met prior to start
  • Collaborative design & risk workshops: carried out every two weeks
  • Recorded added value of £5m: this allows the client to feel good about the project prior to starting on site
  • Behaviours set from the start: setting the rules of engagement means all parties know what’s expected
  • Continuity of design team for the last seven years: sharing knowledge, capturing lessons learnt from client and previous projects, bringing in new technology and innovation from other forces and private sector
  • The Met call Wates a Trusted Partner
  • Investment of time and effort leads to joined-up approach to delivering success: behaviours are shared by all parties.


On this project alone, Wates has, together with the Met and for SCF, delivered:

  • Added value of £5,255,770, signed off by the Met Police
  • 93% satisfaction score at Hammersmith Police Station (SCF KPI)
  • Generated £4,514,306 worth of economic, environment and social value

For more details:

Visit Wates

The SECBE 2019 Outstanding Customer Satisfaction Award is sponsored by Willmott Dixon.

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